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- Tasks: Lead and scale the Customer Success function, driving loyalty and growth.
- Company: Heidi, an innovative AI Care Partner transforming healthcare.
- Benefits: Equity from day one, personal development budget, and wellness days.
- Why this job: Make a real impact in healthcare while shaping customer success globally.
- Qualifications: Proven experience in Customer Success leadership and a data-driven approach.
- Other info: Join a diverse team dedicated to expanding healthcare capacity with humanity.
The predicted salary is between 48000 - 72000 £ per year.
Location London, United KingdomEmployment Type Full timeDepartment Customer SuccessWho is Heidi? Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.We exist to double healthcare\’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.We move quickly where it matters and stay grounded in what\’s proven, shaping healthcare\’s next era. Ready for the challenge?The Role We\’re looking for an experienced and visionary leader to define and scale our Customer Success function in the UK. As the Head of Customer Success, you will be the ultimate advocate for the function, working across all customer segments – from SMB to Enterprise – to ensure the value and scope of Customer Success are understood and championed internally.This is a chance to design a world-class customer success function that drives loyalty, advocacy, and business impact. Your leadership will be pivotal in building a function that not only retains our customers but also accelerates growth and drives product improvement.What you\’ll do: Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs
Lead the development of a world-class customer experience, setting a high bar for quality and accountability.
Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
Establish and maintain a deep understanding of our customers\\\’ needs across all customer segments and to serve as the executive sponsor for key customer relationships.
Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies.
Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy.
Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results.
What we will look for: Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level.
Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise.
A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level.
Passion for delivering extraordinary customer experiences and a commitment to never settling for \”good enough.\”
What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world\’s health demands it. We believe in progress built through precision, pace, and ownership.Live Forever – Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
Practice Ownership – Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
Small Cuts Heal Faster – Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
Make others better – Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
Our mission is clear: expand the world\’s capacity to care, and do it without losing the humanity that makes care worth delivering.Why you should join Heidi Real product momentum. We\’re not trying to generate interest, we\’re channeling it.
Equity from day one. When Heidi wins, you win. You\’ll share directly in the success you help create.
Unmatched impact. Play a pivotal role in defining and scaling customer success at a critical growth moment – all while working on a product that delivers tangible value to clinicians and patients every day.
Work alongside world-class talent. Join a team of operators and builders who\’ve scaled unicorns.
Global reach . Help shape our international expansion as we bring Heidi to key international markets.
Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.
Flexibility that works. A hybrid environment, with 3 days in the office.
Heidi\’s commitment to Diversity, Equity and Inclusion Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We\\\’re proud to be an equal opportunity employer and are proud to welcome all applicants as we\\\’re committed to promoting a culture of opportunity for all.
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Head of Customer Success employer: black.ai
Contact Detail:
black.ai Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to customer success. This will help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your responses. Focus on articulating your experience in customer success and how it aligns with the role at Heidi. Confidence is key!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in building customer success functions and how you've driven growth and retention in previous roles. We want to see how you can bring that expertise to Heidi!
Showcase Your Leadership Skills: As a leader, it's crucial to demonstrate your ability to inspire and mentor teams. Share specific examples of how you've led teams to success and fostered a culture of excellence. We’re looking for someone who can elevate our Customer Success function!
Be Data-Driven: We love numbers! Include metrics that showcase your impact in previous roles, like improvements in NPS or reductions in churn. This will help us understand your analytical approach and how you can apply it at Heidi.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to see what you bring to the table!
How to prepare for a job interview at black.ai
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like churn, retention, and Net Promoter Score (NPS). Be ready to discuss how you've used these metrics in your previous roles to drive customer success and improve experiences.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills. Think about times when you’ve built or scaled a team, mentored others, or influenced cross-functional collaboration. This role is all about leading a team, so demonstrate your ability to inspire and motivate.
✨Understand Heidi's Mission
Familiarise yourself with Heidi’s mission and values. Be prepared to discuss how your vision for customer success aligns with their goal of expanding healthcare capacity while maintaining a human touch. Show them you’re not just looking for a job, but a purpose.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare insightful questions about their current customer success strategies, challenges they face, and how they envision the future of the function. This shows your genuine interest and helps you assess if it’s the right fit for you.
